Sponsored By

Mystery Shoppers at UMass

Food Management Staff

August 1, 2005

1 Min Read
FoodService Director logo in a gray background | FoodService Director

FM Staff

'04-'05 UMass mystery shopper—Ashley Francis

Looking for a better way to evaluate your cafè? Ken Toong might have found the answer.

Toong, director of dining services at the University of Massachusetts, hires student 'mystery shoppers' who assess the quality of the food and services at their local dining commons. Using a mystery shopper program is not new at UMass. Prior to the student addition, it was made up of faculty and staff members.

"We wanted to get closer to our actual customer," says Toong. "In September we extended the program by hiring students of various representational demographics who use the meal plan day-to-day. Now we get more frequent, more frank feedback."

Dining Services hires 12 student ambassadorswho are paid $360 a semester. Each ambassador answers 12 questions that critique nearly every aspect of the dining process. The forms are submitted weekly to the head of the program, Martha Monaghan, who reviews the comments, then passes them to both Toong and the DC managers.

"The feedback is useful in helping us finetune many details," says Toong. "It can be something as simple as putting the cranberry sauce beside the turkey."

UMass' program keeps the student shoppers anonymous. "Most of the staff is unaware of the identity of the student ambassadors," says Toong. "When we train them, we make sure they understand they need to remain anonymous, or the program would not be effective."

Hidden cameras aside, faculty, staff and students at UMass can rest assured that someone is always watching what they eat.

About the Author

Food Management Staff

Food Management is a media brand that features trends and best practices, products and solutions that connect deeply with the noncommercial foodservice professional. Four key onsite segments — College & University, K-12, Healthcare, and Business & Industry dining — are the focal points in our coverage. Our audience receives both the big picture information they need as well as segment specific knowledge to run their businesses better.

Food Management pillar features include Best Concepts, Top 50 Contract Management Companies and Innovators of the Year. Food Management is part of the Informa Restaurant & Food Group, which includes Nation’s Restaurant News, Restaurant Hospitality, Food Management and Supermarket News

Contact Food Management at

Becky Schilling (editor-in-chief): [email protected]

Mike Buzalka (executive editor): [email protected]

Tara Fitzpatrick (senior editor): [email protected]

Follow Food Management on social media at

https://twitter.com/foodmanagement

https://www.facebook.com/FoodManagement/

https://www.youtube.com/user/FoodManagementT

Subscribe to FoodService Director Newsletters
Get the foodservice industry news and insights you need for success, right in your inbox.

You May Also Like